The microphone or call audio is not heard

Before the session

1. 1

   Step 1: On Record, look at the microphone chip (“Mic: …”). If it names the wrong device, open Recording options and choose the right one. The choice is locked once recording starts.

2. 2

   Step 2: Press Start session. The first time a microphone is used after the app opens, Microphone check shows a level bar for about 2 seconds. Speak: the bar should move. If it does not, press Choose another microphone.

3. 3

   Step 3: If no microphone is listed, or the bar never moves, open Windows Settings > Privacy and security > Microphone and make sure microphone access, and access for desktop apps, are on. Then restart Olive Grove.

The other side of an online call is missing

• Also capture system audio must be ticked (it is on by default). It records what the computer plays through the Windows default output device.
• If your call plays through a headset or speaker that is not the Windows default, make that device the default in Windows sound settings, or choose the default device in the call app.
• Seeing the client in Olive Grove’s own video room? See Hold video sessions in your video room.

During the session

• Microphone level is very low in the footer: move the microphone closer, or raise its input level in Windows sound settings.
• Microphone stopped receiving audio or Call audio stopped stays on screen, with a desktop notification, when the microphone sends nothing for 15 seconds or the call audio stream ends (for example a headset unplugged).